AccountId: 011433970860
ContactId: a493a7c2-ec1a-461a-b872-146765e5aa82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175070 ms
Total Talk Time (AGENT): 65000 ms
Total Talk Time (CUSTOMER): 71880 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/a493a7c2-ec1a-461a-b872-146765e5aa82_20250328T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Hospital. I just wanted to inquire about the eligibility of one of our patients, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII] Last name [PII] spelled [PII] Date of birth, [PII], and the policy number is 001294515.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, can you repeat that policy number for me, please?
[CUSTOMER][NEUTRAL] Yes, it's 001294515.
[AGENT][NEUTRAL] OK, that is not pulling up.
[AGENT][NEUTRAL] That insured, that number is pulling up a different insured. Let me see if I can find her by her name.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I do not find that insured in my system. Uh, do you have a, uh,
[AGENT][NEUTRAL] Social and see if I can find her that way.
[CUSTOMER][NEUTRAL] Um, no, unfortunately I don't have the patient's social, um.
[AGENT][NEUTRAL] OK, yes. I'm not finding it under [PII] or that policy number.
[CUSTOMER][NEUTRAL] OK, and the policy that I gave you is it pulling up someone by the same last name possibly or someone completely different?
[AGENT][NEUTRAL] Mhm. No, it's somebody completely different.
[CUSTOMER][NEUTRAL] Alrighty, um, I guess I can just call the patient back and confirm the policy number with them.
[AGENT][POSITIVE] Yes ma'am, that would be good and then go ahead and give us a call back and we'll find her for you.
[CUSTOMER][POSITIVE] OK, got it well thank you so much for your help, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.